2023 10 19
2023 10 19
2023 10 19
Overview
• Companywide Strategic Planning
– Mission Statement
– Company Objectives and Goals
– Business Portfolio
• Planning Marketing: Partnering to Build Customer Relationships
• Marketing Strategy and the Marketing Mix
• Managing the Marketing Effort
• Strategic planning: the process of developing and maintaining a strategic fit between the organization’s goals and
capabilities and its changing marketing opportunities
전략이란 변화는 환경과 기업의 리소스를 어떻게 매칭할 것인가의 문제이다. 전략이란 선택과 집중이다.
선택하지 않은 것을 포기하는 것이다. 회사수준에서는 미션을 정의하고, 목표를 설정하고, 포트폴리오를
디자인하는 것, 3 가지가 중요하다.
• The mission statement: the organization’s purpose, what it wants to accomplish in the larger environment
• Market-oriented mission statement defines the business in terms of satisfying basic customer needs
i.e. We help you organize the world’s information and make it universally accessible and useful.
vs.
We provide the world’s best online search engine
사명은 명문화(“The mission statement”)해야 하고, 모든 구성원이 공유해야 한다. 제품을 가지고
정의해서는 안되며 “시장중심의 미션”을 정의해야 함. 가치의 확장이 가능하게 된다.
• The business portfolio - the collection of businesses and products that make up the company
• Portfolio analysis - a major activity in strategic planning whereby management evaluates the products and businesses that
make up the company
• Strategic business unit (SBU) - a unit of the company that has a separate mission and objectives that can be planned
separately from other company businesses
• Company division
Objective, well-defined measurement; (x)축: “relative market share” 추상적인 수준에서 생각해보면 내재적
경쟁력임; 우리 기업이 얼마나 잘 할 수 있는가, 기업의 시장에서의 역, (y)축: “market growth rate” 산업의
외부적 매력도, 이 산업이 얼마나 유망한가
Dog
(2) Developing Strategies for Growth (for future portfolio)
– caffe bene: 1st store in 2008.4 → 500 (2011) → 800(2012) → 1000(2013) (2010 년도 본격 성장)
• Product/Market expansion grid is a tool for identifying company growth opportunities through market penetration,
market development, product development, or diversification
• Downsizing – reducing business portfolio by eliminating products of business units that are not profitable or that no longer
fit the company’s overall strategy
– has grown too fast, has too many markets, too many products without superior values, etc
• Marketing alone can’t create superior customer value – in addition to customer relationship, consider partner relationship
management
• Value Chain: a series of departments carrying out value-creating activities to design, produce, market, deliver, and support
a firm’s products → get all departments to “think customer”
마케팅은 stand alone 이 아니라 기업 내에 있는 모든 부서(재무팀, 인사팀 등)와 협업함. 이를 Value Chain
이라는 개념으로 접근: 한 기업 내에서 여러가지 기능들이 서로 협조하면서 회사가 사회에 부가가치를
창출하는데 협조함. 기업도 stand alone 으로 존재하는 것이 아니라, 원재료 또는 부품을 만들어서 다른
기업으로 넘김; 또는 도매, 소매, 최종소비자. 결과적으로 원재료에서 최종소비자에 이르기까지 각
단계에서 부가가치가 생성됨; 가치가 Add 가 됨(Added Value) → 부가가치를 생산함에 있어서 모든
기업들이 서로 협조하는 것임(≒SCM). 이러한 부가가치를 형성하는 것을 “Value Delivery Network” (Value
Chain: 한 회사 내의 여러 부서들을 가리키는 것임)
전술: 조직화 (누가, 언제, 어떤 방식으로 할 것인가) → 마케팅 믹스: 구체적인 실행프로그램, 구체적으로
마케팅 전략을 어떻게 실행할 것인가?
결과를 측정, 평가한 후 나쁜 점이 있다면 계획이나 실행을 수정(통제)함 “Plan, Do, See(Monitor)”
강점/약점/기회요인/위협요인
Marketing Planning
A Typical Market Plan
• Executive Summary
• Situation Analysis
– Market Summary (Characteristics of market, Market needs, Market trends, Market growth); SWOT analysis;
Competition; Product Offering: Key success factors
• Marketing Strategy
– Mission; Marketing Objectives; Financial Objectives; Target Market; Positioning; Strategies; Marketing Mix; Marketing
Research
• Financials
• Control
Marketing Implementation
• Functional Organization – functional specialists (sales, advertising, marketing research, customer service, etc)
• Product Management organization – a product manager develops and implements a complete marketing strategy and
marketing program for a particular product or brand (ex. P&G)
• Market or customer management organization – market managers are responsible for developing marketing strategies for
their specific market or customer segments
Marketing Control
• Control: measurement and evaluation of results and the taking of corrective action as needed
Overview
• Part I: Understanding Consumer Customer
• Part II: Understanding Business Customer
• Part III: S-T-P
Overview
• Model of Consumer Behavior
• Characteristics Affecting Consumer Behavior
• Types of Buying Decision Behavior
• The Buyer Decision Process
• The Buyer Decision Process for New Products
• Consumer market: all of the personal consumption of final consumers (individual and households)
문화적 요소, 사회적 요소, 개인적 요소, 심리적 요소 → 소비자; 왼쪽으로 갈수록 지속성이 높음
• Culture: learned values, perceptions, wants, and behavior from family and other important institutions
– ex.) Dunkin’ Donuts: Self-service in Korea (실패 후 SPC 에서 라이선스를 산 후 성공함: 일일이 주문하는 방식
→ 구매경험이 unhappy; 미국과 한국의 문화의 차이)
• Subculture: groups of people within a culture with shared value systems based on common life experiences and situations
(US: Hispanic, African-American, Asian, Mature)
• Social Class: society’s relatively permanent and ordered divisions whose members share similar values, interests, and
behaviors – measured by a combination of occupation, income, education, wealth, and other variables (US: lower – working
– middle – upper) → 마찬가지로 culture 에 들어감: ordered 되어 불편하지만 현실적으로 존재하는 것이고
공통적으로 가지고 있는 관심사나 행동이 있음
Membership group: 내가 속한 집단
– Opinion leaders are people within a reference group who exert social influence on others
– Children influence
• Social roles and status: Groups, family, clubs, and organizations that a person belongs to can define role and social status
(“class”와는 다름 – 기대되는 행동들이 있음)
Personal Factors
• 68 life-stage segments
• 11 life-stage groups
• 68 life-stage segments
• Occupation
• Economic situation
• Lifestyle: a person’s pattern of living as expressed in his or her psychographics “심리도식에 나타난 삶의 패턴”
– Measures a consumer’s AIOs (activities, interests, opinions) to capture information about a person’s pattern of acting
and
– Related to how people spends money and time “남는 시간과 돈을 어디에 쓰는가”
cf.) Lifestyle store: 생존형이라기 보다는 여가형(의미 추구), 일반적인 lifestyle 과 다른 의미로 쓰이는 경우
(예: THE BODY SHOP)
• Personality : unique psychological characteristics that lead to consistent and lasting responses to the consumer’s
environment
– cf.) Brand personality: specific mix of human traits that may be attributed to a particular brand → 브랜드도 품성 가짐
Jennifer Aaker’s 5 brand personality traits: Sincerity, Excitement, Competence, Sophistication, Ruggedness
Psychological Factors
• Motive: a need that is sufficiently pressing to direct the person to seek satisfaction; 특정한 분야에서의 만족을
추구하게 하는 동력(“고객들”을 대상으로)
– Motivation research refers to qualitative research designed to probe consumers’ hidden, subconscious motivations.
– Selective attention: screen out most of the information to which they are exposed
– Selective distortion: interpret information in a way that will support what they already believe
– Selective retention: remember good points made about a brand they favor and forget good points about competing brands
자극이나 정보를 해서하는데 불편된 지각을 하지 않고 선택적 지각을 한다; 받아들이고 싶은 정보만
받는다(selective attention); 왜곡시킨다(selective distortion); 빨리 잊어버리거나 오래 기억한다(selective retention)
• Learning: change in an individual’s behavior arising from experience and occurs through interplay of drives, stimuli, cues,
responses, reinforcement, etc. 기존의 태도, 생각을 바꾸는 것(update)
• Belief: a descriptive thought that a person has about something based on knowledge, opinion, and faith
• Attitudes: describe a person’s relatively consistent evaluations, feelings, and tendencies toward an object or idea (attitude
→ behavior? or behavior → attitude?) 마케팅 조사에서 중요한 construct → 태도가 culture, society 등 내려오듯이
그렸는데, 결국 소비자들의 태도가 그들의 문화/사회/개인적 속성/심리적 속성이 종합되어서 나타나는
것임. 태도는 행동의 바로 앞 단계의 것이므로 행동에 영향을 많이 줌. “Summary of Everything”
다양한 마케팅 활동들이 고객의 태도에 어떤 영향을 미치는지를 보아야 함/행동이 태도를 바꾸기도 함
(x) Involvement (관여도): 이 구매가 얼마나 나에게 중요한가(고객 의사결정의 중요도)? (예) 고관여제품
- Complex buying behavior: Buying Decision Process 거치면서 세심하게 구매함/모든 대안들을 full search (예)
자동차
• Need recognition occurs when the buyer recognizes a problem or need triggered by internal stimuli or external stimuli(=
광고)
• Information Search
– Sources of Information
• Public sources—mass media, consumer organizations, social media, online searches and peer reviews
정보를 탐색하는데 소요하는 비용(search cost)은 대부분 기회비용의 형태로 나타남(예: 시간, 노력).
사람들마다 이질적임(positive relationship) → 시간의 기회비용은 고소득자들에게 높음; 탐색을 많이 하지
못함/기술적 측면: search 를 효율적으로 하는 사람인지 여부(negative relationship) → 인터넷은 search cost 를
감소시켰는가? (초창기) 인터넷을 쓸 수 있는 사람과 아닌 사람으로 나뉨; 정보격차 발생, 소득불균형 확대1
/ (대중화) 많이 사라짐, 소득이 높은 사람들이 탐색기술이 좋음
n
Customer value analysis 에 나오기는 하겠으나, Vi = ∑ ❑ W *A i ik
k
소비자들이 대안을 평가하는데 compensatory vs. lexicographic → 동일한 사람이라고 하더라도 다른 시점에
다른 의사결정방식을 적용할 수 있음; alternative evaluation 은 변화할 수 있음
• Purchase decision: the act by the consumer to buy the most preferred brand; The purchase decision can be affected by:
– Attitudes of others
• Postpurchase behavior: the (dis)satisfaction that the consumer feels about the purchase
– Determined by the difference between consumer’s expectations and product’s perceived performance; the larger the gap,
the greater the consumer’s dissatisfaction
– Customer satisfaction is a key to building profitable relationships with consumers—to keeping and growing consumers
and reaping their customer lifetime value
1
Search cost 는 가격탄력성과 관련이 있음; “누가 저가에 파는가” (과거에는 발품 → communication 기술이 발전하면서
전화 → 인터넷이 생기면서 정보 access 비용이 매우 저렴해짐)
Buyer Decision Process for New Products
• Adoption process: the mental process an individual goes through from first learning about an innovation to final regular
use
Innovative 한 제품들은 Chasm 이 있음: Early Adopters – 대중들 사이에 gap 이 생기는 것 → 너무 길어지면
파산, 잘 극복하면 Majority 가 있음
Awareness: 아는 것
Loyalty: 충성고객
Overview
• Business Markets
• Business Buyer Behavior
• The Business Buying Process
• Institutional and Government Markets
Business Markets
• Business buyers: the organizations that buy goods and services for use in production of other products and services that
are sold, rented, or supplied to others
• Ex.) demand for cloud services – demand for servers – demand for CPU and DRAM: DRAM(PC, 모바일, 서버 에
들어감 – 삼성/SK/마이크론, DRAM 수요는 서버시장에 의하여 좌우됨(클라우드 컴퓨팅: Amazon, MS,
Google/Meta → 서버센터가 필요함)
• Inelastic demand in short run: 계약을 통해서 이루어지기 때문에 단기적으로는 비탄력적
― More decision participants / more professional purchasing effort (purchasing agents, buying committee, supply
managers)
― Buyer and seller are more dependent each other (customized offering – commitment)
Buying center: 공식적인 부서 이름이 아니고, 구매에 관련하여 여러가지 영향을 미치는 사람들을 통칭
• Straight rebuy - a routine purchase decision such as reorder without any modification
• Modified rebuy - a purchase decision that requires some research where the buyer wants to modify the product
specification, price, terms, or suppliers
• New task - a purchase decision that requires thorough research such as a new product
• System selling (solution selling) – buying a packaged solution from a single seller (bundling a complete system of
services)
System selling: 한 셀러가 바이어에게 everything package solution (turn-key) 플랜트 산업에서 볼 수 있음(건물,
설비 포함 전체 건설)
• Buying center - all of the individuals and units that participate in the business purchase decision-making process (not a
fixed and formally identified unit)
– Users
– Gatekeepers: control the flow of information to others (e.g., purchasing agents often have authority to prevent outside sales
people from seeing users or deciders.) 정보의 흐름을 왜곡시키는 사람들 (예: 구매대행자, 정보를 자기를
통해서만 접하도록 함)
• Interpersonal factors are often very subtle, and they are not always consistent with the rank